AccountId: 011433970860
ContactId: a5ff42ff-ea96-4e55-855f-cf1fea45082f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356799 ms
Total Talk Time (AGENT): 118924 ms
Total Talk Time (CUSTOMER): 107603 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/a5ff42ff-ea96-4e55-855f-cf1fea45082f_20250603T17:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII].
[CUSTOMER][NEUTRAL] And my last initial is [PII]. I just want to check the claim status. May I get your name again?
[AGENT][NEUTRAL] OK, Ms
[AGENT][NEUTRAL] Yes, my name is [PII]. It's [PII]
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I can help you with the claim status, Ms. [PII]. Can I please get the callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] OK, thank you very much. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] And the member's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth, [PII].
[CUSTOMER][NEUTRAL] I have some number here but I'm not sure that is the policy number. That is 64556.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me look that up and see if that's the policy number.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, no, that's not the policy number. It's pulling up a different person and it's elapsed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, may I provide you the, one moment.
[CUSTOMER][NEUTRAL] Social security number?
[AGENT][NEUTRAL] Yes. What is that, please?
[CUSTOMER][POSITIVE] Thank you. That is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you. And let me look them up real quick.
[AGENT][NEGATIVE] [PII]. That's not pulling up for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's correct. I put that number in and it's telling me it's an invalid policy number.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh, let me keep looking.
[CUSTOMER][NEUTRAL] OK. I have an issue.
[AGENT][NEUTRAL] Let me try again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna try to do it in a different way.
[AGENT][NEUTRAL] Yeah, that is not pulling up [PII] for us.
[AGENT][NEUTRAL] It doesn't look like we have her in our system.
[AGENT][NEGATIVE] If she had a policy with us, it would have pulled up her name and all of her policies, but it's not pulling up her at all.
[CUSTOMER][NEUTRAL] Actually, uh, while I'm checking eligibility and benefits in your card with the representative state, uh, member is active with uh 90 degree benefits. She, uh, check with uh member's name, date of birth.
[CUSTOMER][NEUTRAL] And she stated there is no uh ID number.
[AGENT][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] And I have one more ID here.
[AGENT][NEUTRAL] OK, I
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I provide to you?
[AGENT][NEUTRAL] Yes, go ahead.
[CUSTOMER][NEUTRAL] OK. That is D as in Delta.
[CUSTOMER][NEUTRAL] 476-911-44.
[AGENT][NEUTRAL] OK, that is the 90 degree benefit policy number. Do you have the APL policy number?
[CUSTOMER][NEUTRAL] Mm, I don't have a policy number. I have this 90 degree policy number only.
[AGENT][NEUTRAL] OK, so what we're gonna need to do is go ahead and transfer you to 90 degree benefits for so you can get the claim status from them. I'm going to give you that phone number just in case the call gets dropped along the way you'll have it.
[AGENT][NEUTRAL] And you just let me know when you're ready to take it down. It's, yes, ma'am.
[CUSTOMER][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, that phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, it's gonna be a brief hold while I transfer you on over. Well, you're very welcome, Miss [PII]. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you so much for that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Bye bye ma'am.
[CUSTOMER][POSITIVE] Thank you for